Energy Ombudsman Avis 

Great company and she is helping a lot for me she have done the service everything she was challenging the reality

I am extremely disappointed with the Communications Ombudsman's handling of my complaint against EE.

My complaint concerned an ongoing Full Fibre broadband fault lasting from August 2025 until January/February 2026. During that period, EE's own evidence confirmed multiple engineer visits, Openreach investigations, replacement equipment, failed diagnostics, repeated network escalations, and ultimately that the service repeatedly failed and reverted to Hybrid Connect backup.

The Ombudsman accepted that these faults existed, accepted that EE never permanently resolved them, accepted there were complaint handling failures, accepted that EE eventually allowed me to leave my contract without early termination charges, and accepted that customer service had fallen below the expected standard.

Despite this, the Ombudsman concluded that because I still had internet connectivity via Hybrid Connect, I had not suffered a continuous loss of service. In my view, this overlooked the fundamental issue: I was paying approximately £78 per month for Full Fibre Gigabit Broadband, while also paying an additional £10 per month for Hybrid Connect, which existed only because the contracted fibre service repeatedly failed.

EE's own records included statements such as:

the customer was "running on the backup and not on the main connection";
broadband "stops working and moves to Hybrid";
a failed throughput test;
acknowledgement that the fault had existed since August;
a recommendation to waive termination charges because the issue remained unresolved.

I felt these admissions were given insufficient weight when reaching the final decision.

The investigation was thorough in terms of gathering evidence, but I was left with the impression that the decision focused primarily on the Ofcom Automatic Compensation Scheme rather than considering whether EE had actually provided the contracted broadband service for which I had been paying over many months.

I fully respect that not every complaint will succeed, and I was not expecting a perfect outcome. However, I did expect the reasoning to engage more directly with EE's own documentary evidence and explain why those admissions did not alter the conclusion.

For those considering the Ombudsman, I would say that the process is structured and professional, but you should be aware that proving prolonged service failures does not necessarily mean you will receive the outcome you expect, particularly where some level of backup connectivity remained available.

The EO stopped the energy supplier giving me the run around over how and what my bill was.They were professional and helpful in stopping British Gas over charging me and causing me stress and financial loss.

Easy to register. Very efficient and approachable
Just wish they had more powers
Many thanks to my case handler-Steve

After months of being bullied and ignored by British Gas over an incorrect bill, I took my case to the Energy Ombudsman. I made sure to upload all of my evidence and logs to prove exactly what happened. The case handler I spoke with was incredibly respectful, listened to my situation without any judgment, and did an exceptional job.
​Thanks to them, British Gas was forced to completely wipe my bill to £0.00 and pay me £150 in goodwill compensation. If you have the evidence to back up your claim, the Ombudsman absolutely works and will get you the justice you deserve. Highly recommended.

Not fit for purpose.
The Energy Ombudsman presents itself as an independent dispute resolution service, but in my case the investigation simply repeated the supplier's position without properly addressing the regulatory and legal arguments raised.
Detailed submissions and evidence were effectively ignored, and the final decision failed to engage with key issues at the heart of the complaint. The appeal process was equally disappointing, with concerns dismissed rather than analysed.
An ombudsman should provide independent scrutiny, not simply endorse a supplier's version of events. Based on my experience, the process felt procedural rather than impartial.
I spent months pursuing the complaint only to receive a decision that appeared predetermined and unsupported by meaningful analysis.
Extremely disappointing service.

Spoke with Scott Kelly who was very patient and helpful. I was very happy with his handling of the complaint and the information he supplied

My case was taken on very quickly and easily followed through from Ofgem Citizens Advice.
My case contact is Laura Swanson she has been extremely helpful, professional and friendly in helping me to understand the process and giving welcome advice.

We really could not have done this without the help of Chelsea Heyes from
start to finish she guided us through
the process, it is so good to know that
we can go to an organisation for help.
Well done Chelsea

A professional and helpful communication explaining the procedure and guidelines.

I am very impressed and I had excellent experience with my telephone conversation with Charlotte Mazers. It was easy and straight forward to set up an account with the Energy Ombudsman.

The entire process with the Energy Ombudsman went very smoothly and efficiently. The support was extremely helpful, professional, and responsive throughout. I would definitely give them a 5-star rating.

I was very impressed with the services of the Ombudsman recently. Having wrestled with my energy company regarding additional payments on my bill, the process was very clear and efficient in helping me reach a resolution. I would highly recommend this service.

Professional from start to finish. Don’t hesitate to contact them they are excellent at what they do. I cannot fault my experience with them.

Very poor. The process is fine but they are way too protective of the energy companies (in this case Utility Warehouse) in the 'remedy' provided. In short, can uphold a claim but not allow for a fair remedy and don't give room to question the remedy without impacting the decision.
Honestly left feeling they are just part of the problem of dealing with big companies rather than the solution.

Disgusting, crooked organisation. Makes a decision without our knowledge removing liability from a commercial tenant who has a live and active lease. Then when we find out we make a complaint to the ombudsman who then close the case and refuse to investigate.

Extremely disappointed with the Energy Ombudsman's handling of my case regarding billing for an uninhabited property. Despite providing substantial evidence of meter fault and lack of occupancy, the Ombudsman has failed to facilitate a professional Meter Accuracy Test, relying instead on a 'maintenance visit' that used basic hand tools rather than professional calibration equipment. Furthermore, my case file has been subjected to systemic data suppression, with evidence I have uploaded mysteriously disappearing from their portal. They continue to ignore clear, technical disputes in favour of protecting the supplier's inaccurate billing. A very poor experience that lacks the transparency and fairness one expects from an independent arbiter.
UPDATE (10 July 2026): I have since received a "Manager Review" from Russ Dean. It is a complete dismissal of my concerns. He has ignored the documented evidence of administrative malpractice, failed to explain the unexplained "radio silence" from the case handler at a critical deadline, and denied the systemic suppression of my files. This is not an independent service; it is a closed loop of protectionism and self preservation. I have now escalated this to the Information Commissioner's Office (ICO). Do not expect the energy ombudsman service to provide transparency or investigate your complaints fairly due to systemic malpractice

Absolutely would recommend the Energy Ombudsman. They helped to resolve an issue I had with energy supplier for over 4 years.

The ombudsman are one-sided and use the energy companies reasoning to explain why your issues are irrelevant. Failings ignored as well as incorrect procedures - put down to ‘poor customer service’ followed with a ridiculous apology letter as a remedy.

Energy company did not at all do any of the set out remedies within the deadline date. When queried, I only was responded to after the ombudsman clearly chased the energy company and they eventually completed what they should have over a week later than their deadline. Yet I was rushed and pressured to provide my own information within a 24 hour period or it could have reflected badly on myself that I ‘was not complying’ not a single explanation as to why the remedies were not carried out within the deadline date and were so late.

Poor service and no point going through the hassle of collecting and sharing evidence for it to be overlooked and in favour of the energy company conning people.

After months of trying to resolve an issue myself I had to turn to the energy ombudsman service.
I couldnt recommend it enough, the service was outstanding, customer service officer was very understanding, very informative throughout, the app was easy to use and kept me updated of progress.
My issue was resolved in 24hours with a written apology from British gas.
Best service ive ever used and im forever grateful for their help.